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Workshop 3

Engaging your Customers and Clients: Rejuvenating and Maximising the Service Experience

7.30 - 9.30am, Wednesday 4 September 2013, Stamford Plaza, Auckland

There are excellent opportunities for savvy businesses that know how to deliver memorable customer and client experiences. Conversely, failure to consistently meet your customers’ expectations can quickly damage your brand and the bottom line.

  • The fundamentals of engaging with your customers/clients across all industries and professions
  • Creating a blueprint for building successful ongoing relationships with your customers
  • Maintaining consistent excellence
  • Connecting with your customers in the cloud - meeting the challenges of personalising an automated service experience and building trust online
  • Exploiting your social media presence
  • Current trends and opportunities


Jason Neely
Managing Director, Amazon Surf

Jason is the Managing Director of Amazon (Surf not book stores) and GSM Operations.

For the last 15 years he has acquired, restructured and/or led numerous brands and retail chains in the youth and action sport industries including Amazon in New Zealand and beachculture and Billabong in Australia.

Jason holds an MBA from Victoria University and UCLA's Anderson School of Management and a B.Com in International Marketing from Otago University.

Watch the interview with Jason McNeely of Amazon Surf here

Simon Bennett
Chief Executive, The Madison Group

Simon is the CEO of Madison Recruitment, the largest NZ owned generalist recruitment agency.

Simon is an experienced business owner, director, manager and social media enthusiast. Within his career to date he has covered such sectors as FMCG, property, retail and distribution.

Simon has been a director of several businesses and Chairman of the Alumni Advisory Board of The Icehouse.

He is passionate about people, dissatisfied with the status quo and driven by success.

Watch the interview with Simon Bennett of The Madison Group here

Bruce Cotterill
Experienced CEO & Company Director

From launching his own computer company at the age of 22, to leading one of New Zealand’s biggest ever debt restructure programmes as CEO of Yellow Pages Group, Bruce Cotterill describes his career as a “vertical learning curve”.

Bruce Cotterill is a career CEO and Company Director who has excelled in a number of dynamic sectors and in a range of extremely demanding change oriented roles. He is a “transformation leader” with extensive experience across a range of industries - notably media, property and retail - and a variety of ownership models, including public company and private equity.

Watch the interview with Bruce Cotterill here